Privacy & Cookie Policy

Last Updated: 17 August 2026

1. Who We Are

This Privacy & Cookie Policy explains how Property Eagle Lettings Ltd (“PE Homes”, “we”, “our” or “us”) collects, uses, stores, shares and protects your personal information.

Data Controller: Property Eagle Lettings Ltd

Trading as: PE Homes

Company Registration Number: 15551842

Registered Address: Aztec House, 137A Molesey Avenue, West Molesey, KT8 2RY

Telephone: 0203 924 2024

Email: info@pe-homes.co.uk

For the purposes of applicable data protection legislation, including the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018, Property Eagle Lettings Ltd is the Data Controller of your personal information.

We are committed to protecting your privacy and processing your personal data in accordance with the UK GDPR, the Data Protection Act 2018 and, where applicable, the Privacy and Electronic Communications Regulations (“PECR”).

2. Information We Collect

We may collect and process the following categories of personal information.

Contact Information

This may include:

• Name
• Address
• Email address
• Telephone number
• Calling Line Identification (“CLI”) data

Property Information

This may include:

• Property requirements
• Property ownership details
• Tenancy information
• Viewing information
• Offer information
• Information relating to the sale, purchase, letting or management of a property

Financial Information

This may include:

• Affordability information
• Income and employment details
• Bank details where required
• Mortgage-related information
• Payment information

Identity Verification Information

This may include:

• Passport details
• Driving licence details
• Proof of address
• Right to Rent documentation
• Anti-Money Laundering (“AML”) verification information

Telephone, Communications and Voice AI Information

When you telephone us, receive a telephone call from us, or otherwise interact with our telephone and communications systems, we may collect and process information including:

• Your telephone number
• Calling Line Identification (“CLI”) data
• The date and time of a call
• Call duration
• Call routing and technical information
• Call recordings, where calls are recorded
• The content of telephone conversations
• Transcriptions of calls
• Summaries of calls or enquiries
• Information provided by you during a telephone conversation
• Information generated through the use of Voice AI or related communications technology

We may use Voice Artificial Intelligence (“Voice AI”) and associated technology to assist us in receiving, handling, routing, recording, transcribing, summarising and responding to telephone calls and enquiries.

Website and Technical Information

When you use our website, we may collect:

• IP address
• Browser type
• Device information
• Website usage information
• Cookie data
• Information submitted through website forms

3. How We Use Your Information

We may use your personal information to:

• Respond to enquiries
• Communicate with you by telephone, email or other appropriate means
• Arrange property viewings
• Market properties to prospective buyers and tenants
• Manage property sales and lettings • Conduct tenant referencing
• Carry out affordability assessments
• Verify identity and complete AML checks
• Conduct Right to Rent checks
• Administer tenancy agreements
• Manage properties on behalf of landlords
• Refer clients to mortgage brokers and conveyancers where requested
• Process payments
• Maintain records of communications
• Handle and route telephone calls and enquiries
• Record telephone calls where appropriate
• Generate call transcripts and summaries
• Use Voice AI to assist with the handling and management of calls and enquiries
• Monitor and improve the quality of our communications and customer service
• Train our staff and improve our services
• Prevent fraud and protect our business
• Improve our website and services
• Comply with legal and regulatory obligations

4. Voice AI and Telephone Services

We may use Voice AI and other telecommunications technology as part of the telephone services we provide to customers, prospective customers, landlords, tenants, applicants, buyers, sellers and other people who contact us.

Voice AI may be used to assist with functions including:

• Answering or handling telephone calls
• Understanding the nature of an enquiry
• Collecting information provided by a caller
• Routing an enquiry to the appropriate person or service
• Producing a transcription of a telephone conversation
• Producing a summary of a telephone conversation or enquiry
• Maintaining a record of communications
• Assisting us in responding to enquiries
• Supporting the administration of our property sales, lettings and property management services • Improving the efficiency and quality of our communications

Where Voice AI is used, personal information contained within or associated with a telephone call may be processed by technology providers acting on our behalf.

PE Homes remains responsible for determining the purposes and means for which personal information is processed through these services.

5. Call Recording

We may record telephone calls for purposes including:

• Quality assurance
• Staff training
• Monitoring customer service
• Maintaining appropriate records
• Resolving queries or disputes
• Protecting our legitimate business interests
• Fraud prevention
• Improving our services
• Supporting the operation of our Voice AI and communications systems

Where calls are recorded or processed using Voice AI, this may include the processing of the caller’s telephone number, CLI data, the audio recording, the content of the conversation and any resulting transcription or summary.

We will retain call recordings and associated information only for as long as reasonably necessary for the purposes for which they were collected, subject to any legal, regulatory, contractual or insurance requirements.

6. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for processing your personal information.

Depending on the circumstances, we may rely on the following lawful bases:

Purpose                                                                                          Lawful Basis

Purpose                                                                                          Lawful Basis

Where we rely on Legitimate Interests, we consider whether our interests are proportionate and whether your rights and interests override those interests.

7. Sharing Your Information

We may share personal information with third parties where this is necessary to provide our services, operate our business, comply with legal requirements or pursue our legitimate interests.

These may include:

• Housing associations
• Mortgage advisers
• Conveyancing solicitors
• Referencing providers
• Credit reference agencies
• Identity verification providers
• AML verification providers
• Local authorities
• Regulatory bodies
• Professional advisers
• Technology and website service providers
• Telecommunications providers
• Voice AI and communications service providers
• Payment processors

We only share information where it is necessary for an appropriate purpose and where appropriate safeguards are in place.

We do not sell your personal information.

Where a third party processes personal information on our behalf as a Data Processor, we require that organisation to process the information only in accordance with our documented instructions, our contractual arrangements with them and applicable data protection legislation.

8. Technology and Service Providers

We use a number of trusted third-party providers to help us operate our business, website and communications systems.

These may include:

• WordPress – website platform
• Quform – website enquiry forms
• Google Analytics – website analytics
• Mailchimp – email marketing
• Stripe – payment processing
• Apex27 – property CRM and management software
• EVE – telephone and communications platform
• Internet Communications (Services) Limited (t/a JAM) – telecommunications, Voice AI and associated communications and call-processing services
• Housing associations
• Referencing and credit checking providers
• Mortgage advisers
• Conveyancing solicitors

These organisations receive only the personal information reasonably necessary to provide the relevant services and are required to protect personal information appropriately.

Internet Communications (Services) Limited (t/a JAM)

We use Internet Communications (Services) Limited, trading as JAM (“JAM”), in connection with our telecommunications, Voice AI and associated communications services.

For personal data processed by JAM on our behalf in providing these services:

• Property Eagle Lettings Ltd remains the Data Controller; and
• Internet Communications (Services) Limited (t/a JAM) acts as a Data Processor.

JAM processes personal information on our behalf only in accordance with our documented instructions, subject to our contractual arrangements and applicable data protection requirements.

We have authorised JAM to provide and share Calling Line Identification (“CLI”) data with us where required for the provision, administration and operation of our telephone and Voice AI services.

CLI data may include the telephone number associated with an incoming or outgoing telephone call.

Depending on the services being provided, JAM may process information including:

• Telephone numbers and CLI data
• Call routing information
• Call metadata
• Call recordings
• Audio from telephone conversations
• Call transcripts
• Call summaries
• Information provided by callers
• Information generated or processed through Voice AI

JAM is not authorised by us to use personal information processed on our behalf for its own independent purposes unless separately permitted or required by applicable law.

9. Property Enquiries and Website Forms

When you submit an enquiry through our website, we collect the information you provide so that we can respond to your request and provide our services.

This may include:

• Your name
• Email address
• Telephone number
• Property requirements
• Details of the property concerned
• Any additional information you choose to provide

Website enquiry submissions are normally retained for 12 months, unless they form part of an ongoing customer relationship, property transaction, contractual requirement or legal obligation.

10. Marketing

Where you have consented, or where otherwise permitted by applicable law, we may contact you about properties, services and related information that may be of interest to you.

Where we rely on your consent, you can withdraw that consent at any time.

You can unsubscribe from marketing by:

• Clicking the unsubscribe link contained in our marketing emails; or
• Contacting us directly.

Withdrawing consent will not affect the lawfulness of processing carried out before consent was withdrawn.

11. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected and to meet our legal, regulatory, contractual and insurance obligations.

Our usual retention periods include:

Data Type                                                               Typical Retention Period

Where legal, regulatory, contractual, dispute-resolution or insurance requirements apply, records may be retained for longer.

12. Your Rights

Under UK GDPR, depending on the circumstances, you may have the right to:

• Access your personal information
• Request correction of inaccurate or incomplete information
• Request deletion of your information where applicable
• Request restriction of processing
• Object to processing
• Withdraw consent where processing is based on consent
• Request transfer of your data to another organisation where applicable
• Object to certain processing based on Legitimate Interests
• Lodge a complaint with the Information Commissioner’s Office (“ICO”)

To exercise any of these rights, please contact us using the contact details in this policy.

You can also contact the ICO:

Website: www.ico.org.uk

Telephone: 0303 123 1113

13. Automated Processing and Voice AI

We use technology, including Voice AI, to assist with the handling and administration of communications and enquiries.

Voice AI may analyse or process information provided during a telephone call in order to understand the enquiry, generate a transcript or summary, assist with routing the enquiry, maintain records or support the provision of our services.

Where we carry out any processing that constitutes solely automated decision-making producing legal effects or similarly significant effects on an individual, we will comply with the requirements of applicable data protection legislation and provide any additional information required by law.

The use of Voice AI to assist with communications does not affect your rights in relation to your personal information.

14. International Transfers

Some of our suppliers or their authorised subprocessors may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we take steps to ensure that an appropriate level of protection is provided in accordance with applicable data protection legislation.

Depending on the circumstances, safeguards may include:

• UK International Data Transfer Agreements (“IDTA”)
• The UK Addendum to the EU Standard Contractual Clauses
• UK adequacy regulations
• Other safeguards permitted under applicable data protection legislation

15. Security

We take appropriate technical and organisational measures to protect personal information against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, unauthorised access, misuse or other unlawful processing.

We also require Data Processors acting on our behalf to implement appropriate measures to protect personal information processed for us.

16. Children’s Privacy

Our services are not intended for children and we do not knowingly collect personal information from children except where this is necessary and lawful in connection with a property transaction, tenancy, household or other service we provide.

Where information relating to a child is required, we will process that information only where we have an appropriate lawful basis for doing so.

17. Third-Party Websites

Our website may contain links to third-party websites.

We are not responsible for the privacy practices, security or content of third-party websites and encourage you to review their privacy policies before providing personal information to them.

18. Changes to This Policy

We may update this Privacy & Cookie Policy from time to time to reflect changes to our services, technology, suppliers, legal requirements or the way in which we process personal information.

Any updated version will be published on our website and the “Last Updated” date at the top of this policy will be amended accordingly.

Cookie Policy

19. What Are Cookies?

Cookies are small text files placed on your device when you visit a website.

They are commonly used to enable websites to function correctly, remember preferences, understand how websites are used and provide information to website operators.

20. How We Use Cookies

We may use cookies to:

• Ensure our website functions correctly
• Maintain website and form sessions
• Remember your preferences
• Measure website performance
• Understand how visitors use our website
• Improve the user experience
• Support the security and operation of website forms and other functionality

21. Cookies Currently Used

Our website currently uses the following cookie:

We periodically review the cookies used on our website and this table may be updated as our website functionality and providers change.

22. Managing Cookies

You can control cookies through your browser settings and, where applicable, through our cookie consent banner.

You can choose to accept or reject non-essential cookies where this option is provided.

Please note that disabling certain cookies may affect the functionality of our website.

23. Third-Party Website Services

Third-party services used in connection with our website and business may include:

• Google Analytics
• Mailchimp
• Stripe
• Apex27
• EVE
• WordPress and associated plugins
• Quform contact forms

Where third-party services set cookies or collect information directly from your device, their processing may also be subject to their own privacy policies.

Our telecommunications and Voice AI services, including services provided by Internet

Communications (Services) Limited (t/a JAM), are addressed separately in the Privacy Policy above.

24. Contact Us

If you have any questions about this Privacy & Cookie Policy, the use of Voice AI, or how we handle your personal information, please contact:

Property Eagle Lettings Ltd trading as PE Homes

Aztec House

137A Molesey Avenue

West Molesey

KT8 2RY

Telephone: 0203 924 2024

Email: info@pe-homes.co.uk